Customer Experience Manager at Teleperformance (2025-03 – Present)
Client: Bolt
- Managed daily operations for a 100+ FTE team across voice, chat, and email, consistently achieving SLA and CSAT targets.
- Tracked AHT, FCR, NPS, and adherence, driving a 12% increase in customer satisfaction within 6 months.
- Presented actionable insights in weekly business reviews with client stakeholders.
- Led escalations and ensured 95%+ resolution rate for priority rider and driver issues.
- Partnered with training and quality teams, reducing quality-related errors by 18%.
- Optimized shift schedules with WFM, improving peak-hour coverage by 20%.
- Enhanced chat support process, cutting response time by 15 seconds while maintaining 98%+ compliance.
- Co-managed 6 supervisors/team leaders with performance huddles and KPI dashboards.
- Played key role in ramp-up planning and successful launch of new service lines.
- Ensured compliance with Teleperformance and Bolt's data protection and operational protocols.
Supervisor, Back Office Team at Teleperformance (2023-06 – 2025-03)
Client: Bolt
- Provided leadership and guidance to the customer support team, setting clear expectations and fostering a positive work environment.
- Ensured team members were trained and equipped with necessary skills, delivering ongoing coaching and feedback.
- Monitored performance, implemented improvement plans, and recognized exceptional achievements.
- Handled escalations and complex inquiries while supporting resolution of customer challenges.
- Facilitated communication between Teleperformance and Bolt operations teams to ensure smooth updates and alignment.
- Implemented quality assurance processes and encouraged innovation to drive process improvements.
Customer Support Specialist at Teleperformance (2023-02 – 2023-05)
Client: Bolt Nigeria
- Responded to rider and driver complaints, offering solutions and escalating safety issues as required.
- Streamlined support operations, contributing to improved satisfaction.
- Assisted with recovery of lost items and liaised with in-house Bolt teams for long-term resolutions.
- Enhanced multitasking, deadline management, and business communication skills.
Customer Success Advocate at Teleperformance (2022-07 – 2023-01)
Client: Meta
- Produced customer success stories, conducted interviews, provided first-level client support, and collaborated with marketing teams to upsell Meta services.
Contact Center Agent at Access Bank PLC (2021-03 – 2022-07)
- Resolved 90+ daily enquiries, escalated issues promptly, improved communication etiquette, and maintained CRM records for accuracy.
